专利代理机构服务质量评价体系研究

Research on Service Quality Evaluation System of Patent Agency

虽然当前有关专利代理服务质量的研究评述众多,但专利代理服务行业的评价指标体系尚未形成统一的标准。为了厘清专利代理机构服务质量对专利质量的影响,制定科学的专利代理服务行业评价体系,选取重庆市专利代理机构作为研究对象,基于SERVQUAL模型设立5个一级指标和25个二级指标,采用层次分析法-变异系数法相结合的综合赋权法,对专利代理机构服务质量评价模型进行研究。研究发现:5个一级指标中期望度与满意度均存在差距,由此找出专利代理机构在服务中的薄弱环节,在此基础上提出相应对策建议以改善专利代理机构的服务质量。

The current evaluation index system for the patent agency service industry has not yet formed a unified standard.In order to clarify the factors that affect the service quality of patent agencies on patent quality,a scientific evaluation system was developed.Chongqing patent agency was selected as the research object,and 5 first level indicators and 25 second level indicators were established based on the SERVQUAL model,The comprehensive weighting method combining Analytic Hierarchy Process and Coefficient of Variation is used to study the evaluation indicators of service quality of patent agencies.Research has found that the evaluation results of indicators within the five dimensions are relatively good,and the selection of indicators and the construction of the system are feasible.Based on this,corresponding countermeasures and suggestions are proposed to improve the service quality of patent agencies.